Trainline Reviews

Name: Trainline
Rating: 1.20

1.2 Rating 577 Reviews

4 %

of reviewers recommend Trainline

Company Reviews

Questions

Metrics

1.2

Based on 577 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
On-time Delivery	Greater than 20%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Third Party Reseller - DONT BOOK HERE! I recommend booking your tickets directly via the train company's website. I made the error of booking through trainline. I was charged double the price of a cheaper ticket (same day, later departure schedule). I immediately reached out to them (the booking was in effect just 1-2 min then) to request a refund on the difference, but got refused. Wow. These people are such scammers. Taking advantage of first time tourists!”

Helpful Report

Posted 2 years ago

“Danes visiting UK. We used train line a few times and it went really well the first few times when buying the tickets at the station, however, we had to get up early to get to the airport so our friends suggestes buying them online the day before. Unfortunately none of our cards worked for this so our friend bought the tickets online and sent them in an email. Turns out that you cannot open them using an android as it was purchased using an iPhone.... This was fine for the controllers as we also had pictures and I guess they could see we were the first scanning them. But some lady at the airport just got so mad and kept telling us how stupid we were for doing that which was such a terrible situation to be in. We told her we were fine with paying the tickets again or a fine but she just kept going at us... By the end I told my girlfriend that we should leave and find someone else. Luckily we found an older man named Nick at the Manchester Airport who helped us pay and he just told us we were being way too nice in this situation. 0 stars for the first Lady but Nick was such a good guy and more people could learn from the smile he puts on others faces”

Helpful Report

Posted 2 years ago

“Wanted to buy a Two for One railcard in the UK. Did a search. An ad came up from Trainline offering £10 off. Bought it from them but didn't get the £10 off. Put in a complaint to them but I've had no proper answer or recompense for months despite an ongoing email conversation. I think I'll have to go to Advertising Standards. If I could give no stars for the Trainline I would. Shambolic.”

Helpful Report

Posted 2 years ago

“I phoned and spent 30 mins waiting then discussing if my ticket could be used on specific south western train - arrived at station to find it couldn’t be used and had to purchase another ticket for 45 pounds or wait 4 hours to travel - poor ans inaccurate advice from Trainline”

Helpful Report

Posted 2 years ago

“Awful. Paid insurance for ticket flexibility. Wanted to change tickets, the new tickets were more expensive than the same ones they were actually selling them for on the website normally. Should've just cancelled the ticket and bought a new one. Absolute joke. And £10 refund fee!”

Helpful Report

Posted 2 years ago

“I tried booking 2 months in advance between 2 major stations in France. I got NO RESULTS. Not even sorry all trains are booked. The Trainline app is pretty useless. Even Amtrak has a far superior reservation system.”

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Posted 2 years ago

“Trainline is the worst platform to buy tickets anyone could ever have imagine. Such a pathetic customer service. They make money if a customer make a mistake. When giving refunds, they charge more than 60% of the amount to be refunded for their admin charges. Extremely extremely poor service. I’ll never recommend it to anyone ever. Please don’t use it if you want to save money. Poor poor poor. Please save yourself.”

Helpful Report

Posted 2 years ago

“Absolutely appalling refund policy. Accidently fingerprinted and brought a ticket and have to pay a tenner refund charge. Absolute joke. Wankers”

Helpful Report

Posted 2 years ago

“A useless company that would steal from they’re Granny! Advertising times of trains that don’t even exist and never have done!! And when it comes to refunds just deny everything! Why is this company aloud to trade?? Stay well clear at all costs! Buy you tickets at the station or on the train!.”

Helpful Report

Posted 2 years ago

“Cyclists beware! Do not book your tickets via trainline if you want to take a bike. I used their number to reserve a bike and had to spend£46 using their expensive phone line to get a reservation, which they said they could not refund. Much better to always book via the specific train company website.”

Helpful Report

Posted 2 years ago

“Having returned tickets for an agreed refund. They do not accept getting SOME of the tickets. They have taken another handling fee and given me a partial refund. Do not use Trainline. Buy from the Station.”

Helpful Report

Posted 2 years ago

“This is a rip off if you have to cancel the trip for some reason all you get is 6£ when youve paid 30£ it's a massive rip off”

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Posted 3 years ago

“Trainline says trains are running. So I go to my nearest station. It’s closed for the long weekend”

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Posted 3 years ago

“Stay away !!!!!!! they charged my card and the tickets non existed !!! Fully unreliable !!”

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Posted 3 years ago

“Your website is the clumsiest I have ever used! I will never again buy tickets thru you! The stress I have been caused trying to negotiate, buying 1st ticket and asking for seat reservation only for my money to be grabbed for ticket without reservation! Appalling service, impossible to change, and no one to talk to.”

Helpful Report

Posted 3 years ago

“I had tickets booked was unable to travel because of lockdown. I have been trying to get a refund for 5 months now and 5 phone calls to the “help” line lots of sorry madam and promises of the refund but money has not arrived Disgusting liars and not to be trusted 300 negative post here just about sums this lot up”

Helpful Report

Posted 3 years ago

“Beware! The Trainline is selling advance tickets for trains that do not exist. I had booked advance tickets via The Trainline only to arrive at the station and find that my train did not exist. When I asked the staff at the station what was going on, they rolled their eyes and told me that that train had not been running for ages and The Trainline had been told to stop selling tickets but still continues to do so. This left me in a right mess as this as this was a connecting journey to enable me to catch another train. As a result I had to abandon my whole journey as I was not going to be able to get to the other station in time. This meant I had to spend extortionate amount on another ticket there and then. Had I have know my train was not running I could have at least had time to try and get another advance ticket and had more time to re-plan my journey. On contacting The trainline they refused to admit that they knew that the train did not exist and continued to state that it had just been cancelled. They blamed the train company and told me to take it up with them. On contacting the train company (who were very helpful), they told me that the train I had been sold a ticket for had not been running for a while. It was abandoned (temporarily but with no current plans to reinstate it) as part of timetable revisions to accommodate staff shortages due to Covid. These revisions are made known to The Trainline at the time and they are told by the train companies that they should not be selling tickets. In addition to this the train company sends weekly information to The Trainline confirming what services will not be running that week. Therefore, not only should The Trainline never have sold the ticket in the first place, they would have also known a week in advance that my train definitely should not have been running and therefore should have given me at least a few days notice. Despite me repeating all this to The Trainline's customer services, they still continue to deny that they know they shouldn't be selling tickets and don't acknowledge what the train company has said about the revised timetables. I can only conclude that this is pure dishonesty and I will never, ever use this company again. How can you when you cannot trust that any train ticket you buy from them will be valid?”

Helpful Report

Posted 3 years ago

“I had two tickets, however I had to change the times. This meant a different price. No problem. Cancel the tickets and buy more. So got an email about the refund, bought more tickets and sent the original tickets to Edinburgh. So far so good. My refund was less than half the email promise. Despite repeated calls they will not entertain the idea that a mistake has been made by them. I have no evidence of what was in the envelope that I returned. I have no idea how this is possible without going to a legal professional. Do not trust Trainline. It seems that they feel able make promises, but not keep them.”

Helpful Report

Posted 3 years ago

“I booked my train tickets for the 25th of March just a few minutes before the train was departing. It was urgent for me due to some personal problems, and hence I had booked them in rush. But I couldn't reach the station on time and missed my train. I contacted customer support to check if I could take the next train while trying to explain my situation to them. They were not helpful at all. One of the staff members put me on hold for approx 15 minutes saying that he would get back to me but he didn't. The next time a lady from the staff gave me another phone number saying that they would be able to support me. When I contacted that number, I realized it was the same phone number I had contacted. In short, I was unable to travel that night, and consequently, not only my money was wasted but also my time plus the inconvenience it caused me. Finally, they did not refund or change my ticket saying that I should’ve contacted them before departure. I kept saying that it was urgent in my case and was booked just a few minutes before the train was departing. This could happen to anyone and they should not have to pay for a journey they never took. But it was entirely ignored. I travel frequently, but I can not trust this company anymore and won't book my tickets via this company in the future.”

Helpful Report

Posted 3 years ago

“ShaMbolic, well, in fact, non existent customer service Buy direct from train companies will save time and money”

Helpful Report

Posted 3 years ago

Trainline is rated 1.2 based on 577 reviews